Lemhar Dayaoen Purposive Communication BSITA

Week 17: Customer Service 101

1.
In

your opinion, did the strategy of the Zappos work well? If not, propose an
alternative solution to the problem.

- In my opinion, Zappos does not work well because they only give $50
coupons after a long-long wait for their customers, which the customers cannot
use, and Donna said in the comment that she can’t use it and that was not good. It
was also not good for me if I was the customer because I waited for a long-long
time and they only gave me a $50 coupon for compensation, which I could not use
in another store. I believe that a refund is a good solution to the problem so that the
client feels or believes that Zappos prioritizes the pleasure of a client and what they
are feeling right now. When their order is delayed, the majority of customers
request a refund. So, yes, Refund is the answer. When an order is delayed and the
client is dissatisfied and furious because their item has not yet been delivered and
they have waited for so long, the best solution is refund, so that the consumer feels
at peace.

2. Compose a message that addresses the complaint of the customer.

- Hello there, Donna. We apologize for the delay in processing your order; please
contact us at Zappos@Supporthub.com so that we can refund your money. Have a
great day!